Technical Specialist I - Customer Service 2nd Level bei Mercedes Benz in Maastricht, Niederlande

Jobbeschreibung

The function
Within Retail Service Customer Solutions is the point of contact for delivering worldwide support to internal and external entities on customer enquiries and complaints. The supported entities consist of the Mercedes-Benz retail organizations, local headquarters, internal and external customers. Furthermore, the agent’s role is to liaise with external suppliers for resolving existing issues. Escalations are dealt with internally or delegation to Daimler’s Aftersales and Sales division.

Tasks and Responsibilities:

• Accept and resolve incoming support requests, incidents and problems in the required languages according to pre-defined processes and job aids 
  
• Appropriate usage of available resources and documentation of business related activities in relevant system 
  
• Identify, escalate or resolve complex issues when necessary 
  
• Proactively and continuously monitor workload to ensure timely investigation and response to support requests 
  
• Proactively identify, analyze and resolve or escalate problems and situations applying personal expertise and accrued knowledge 
  
• Is able to provide feedback with proposed solutions to business partners influencing product/system specification and policy 
  
• Is able to steer process change requirements to business partners 
  
• Ensure quality improvements within supported services 
  
• Uses out-of-the-box thinking to develop alternative solutions when established processes are not sufficient. 
  
• Proactively steers analytical reasoning and problem solution amongst colleagues 
  
• Recognizes when issues or problems pop up more than once and takes appropriate action after accurate analysis. 
  
• Participate in the setup and the further development of Customer Solutions business 

• Excellent communication skills (B2B) 
  
• Good English language skills andan additional language ( preferred near native German) , both verbal and in writing 
  
• Expert skills in customer support and problem solving 
  
• Affinity with IT - Computer literate (MS Windows Office) 
  
• Expert affinity with the car trade and technology 
  
• Mechanical background required (preferred workshop experience ) 
  
• Advanced knowledge of Daimler products and their parts is an advantage 
  
• Advanced knowledge of interactions between tools and support systems 
  
• Is capable of handling expert tasks in combination with regular workload without detriment to own stress level 
  
• Uses expert knowledge, training and experience to come to root cause in problem solving 
  
• Acts as a “brand ambassador” 
  
• Supports strategic direction even if in conflict with own view 
  
• Extended knowledge of Daimler system like EPC, WIS, etc. is an asset 

We offer
Working hours:
Full-time position 40 hours per week between Monday to Friday, dayshift

Extra Informationen

Status

Inaktiv

Standort

Maastricht, Niederlande

Jobart

Karrierestarter

Tätigkeitsbereich

Technik / Elektronik, IT / Software-Entwicklung / Programmierung, Kundenservice

Führerschein erforderlich?

Nein

Auto erforderlich?

Nein

Motivationsschreiben erforderlich?

Ja

Sprachkenntnisse

Deutsch